How CKE Reimagined its Contact Center to Streamline Operations + Improve the Customer Experience

Contact centers represent a key touchpoint for brands—often at an especially critical time when the customer relationship is stressed—but these interactions are notoriously difficult to assess in real time. Data silos, departmental ownership that limits visibility, and the technological challenge of analyzing voice recordings have made it difficult to draw insight from the contact center experience. By collecting data from contact center interactions and conversations, brands....

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